Products
Support Services
We want to make certain that your implementation of Digité SaaS reaches maximum effectiveness and that your organization optimizes the benefits of our solutions. We provide you an up-to-date Online Help, Configuration Guides, Training material and onsite/offsite training programs to get the most from your Digité on demand solutions.
Once you are up and running smoothly, Digité SaaS Support is intended to promote user adoption of Digité SaaS Solutions in your organization. The Digité Support help desk team is available to help you with any product-related issues or queries. The Digite Support team will work closely with you to ensure that the issues/defects are quickly resolved. Digité SaaS Support includes a defined call flow process with built-in escalation procedures to handle problem resolution.
Digité SaaS Support Highlights
- Web Support
You will have access to the online support portal to submit your case online. Our support team will respond to your queries during our business hours. They will respond to the filed cases within eight hours by telephone or the case management system itself.
- Phone Support
You will have access to a toll-free line technical support specialist. In event of support executive not available, leave a voicemail and they will call you back in next one hour or update you on your case. There is no limit on the number of calls you can place.
- Hours of Support
We offer 12*5 hours (8 AM to 8 PM local time) support for our US and European customers.
Customized Support Solutions
We offer 2 different support levels - Standard and Premium. Please select the support plan that suits your requirements the best.
| General Information | Standard | Premium |
|---|---|---|
| Maximum No of Support Issues | Unlimited | Unlimited |
| Response Time# | 4 Business Hours | 4 Business Hours |
| Online Customer Portal | Included | Included |
| Phone Support | Standard | Premium |
|---|---|---|
| Phone Support | Optional* | Included |
|
Hours of Support (6AM PST thru 6PM PST) |
12 x 5 | 12 x 5 |
| #Support SLA - Incidence First Response | Standard | Premium |
|---|---|---|
| Critical | 4 Hours | 4 Hours |
| High | 16 Hours | 8 Hours |
| Medium | 32 Hours | 16 Hours |
| Low | 48 Hours | 24 Hours |
| System Level Support | Standard | Premium |
|---|---|---|
| System Monitoring | 24 x 7 | 24 x 7 |
| Planned Application Upgrade | Yes | Yes |
| Disaster Recovery* | Yes | Yes |
| Backup | Weekly | Daily |
| *Services are available at additional costs | ||
Customer Speak
"We get routinely asked by our customers to show them how we are able to run our projects so smoothly. We demonstrate Digite to our customers as a showcase example of our project management and process excellence."
Head - Process Excellence Group
KPIT Cummins
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